# vennemir.calvin@concentrix.com — Coaching Report ## Week of 2026-06-01 – 2026-06-07 --- ## At a Glance | Calls Handled | Avg Handle Time | Top Product | Top Problem | Cases Documented | Cases Escalated | | --- | --- | --- | --- | --- | --- | | 24 | 17m 28s | WHW03 | ACCESS | 24 | 5 | ## Work Mix Lens - Frontline-heavy week: 21 LTS queue calls vs 3 TE-owned calls. - Coach as a frontline agent: emphasize safe troubleshooting branches, closure hygiene, and clear customer-facing next steps. ## Scorecard | Dimension | This Week | Calls Reviewed | | --- | --- | --- | | Accuracy | 2.30 | 24 | | Protocol | 1.90 | 24 | | Communication | 2.30 | 24 | | Overall | 2.30 | 24 | ## Where Time Goes **Product Families** | Family | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Note | | --- | --- | --- | --- | --- | --- | --- | --- | | SPN | 4 | 25m 6s | 2.08 | 2.00 | 2.25 | 2.00 | Outlier: 1.8x weekly median handle time | | RE | 3 | 18m 39s | 1.53 | 1.00 | 1.33 | 2.00 | | | WHW | 5 | 18m 8s | 2.62 | 2.00 | 1.80 | 2.80 | | | MX | 4 | 16m 22s | 1.93 | 2.75 | 1.50 | 2.00 | | | EA | 2 | 11m 50s | 1.50 | 1.00 | 2.00 | 2.50 | | | E | 5 | 11m 31s | 1.92 | 1.80 | 1.40 | 2.20 | | | MBE | 1 | 10m 55s | 2.60 | 4.00 | 2.00 | 2.00 | | | LN | 1 | 6m 35s | 2.30 | 3.00 | 2.00 | 2.00 | | **Key Observations** - SPN is the slowest family at 25m 6s; outlier: 1.8x weekly median handle time. - RE is one of the slowest families at 18m 39s. **Problem Categories** | Category | Calls | Avg Handle Time | Avg Overall | Avg Accuracy | Avg Protocol | Avg Communication | Focus Area? | | --- | --- | --- | --- | --- | --- | --- | --- | | ACCESS | 12 | 17m 34s | 2.20 | 2.50 | 2.00 | 2.30 | ✓ | | CONNECTIVITY | 7 | 18m 40s | 2.10 | 2.40 | 1.70 | 2.10 | ✓ | | SETUP | 3 | 15m 55s | 2.00 | 2.00 | 1.30 | 2.00 | ✓ | | HARDWARE | 1 | 6m 35s | 2.30 | 3.00 | 2.00 | 2.00 | | | CONFIGURATION | 1 | 22m 54s | 2.80 | 1.00 | 3.00 | 3.00 | | ## Week-over-Week Movement - Overall moved down 0.20 vs. last week. - Accuracy moved down 0.49 vs. last week. - Communication moved up 0.17 vs. last week. - Family swing: MBE handle time moved down by 12m 47s vs. last week. - Family swing: RE handle time moved up by 8m 06s vs. last week. - Family swing: SPN handle time moved up by 7m 50s vs. last week. ## What Went Well 1. **Correct recovery key guidance** > "On the Linksys Smart Wi‑Fi app, there are two options which is email and router password. Have you tried doing the router password instead?" [#GI00131579](https://linksys.happyfox.com/staff/ticket/131579/) — *Guided customer through five-digit recovery key reset, restoring access in under 6 minutes.* 2. **Patient, step-by-step troubleshooting** > "Let me go into think see here we go. Oops. Here's somewhere. come on. There it is. I don't know. There we go. Right think see. Here we g..." [#GI00131579](https://linksys.happyfox.com/staff/ticket/131579/) — *Tailored instructions for a less-technical user (self-identified as 63 years old), maintaining composure.* --- ## Growth Opportunities 1. **Avoid factually incorrect statements** > "Recently, we have discontinued in terms of the cloud services. So linksyssmartwifi.com no longer works." [#LTS00131606](https://linksys.happyfox.com/staff/ticket/131606/) — *Incorrect claim that cloud services are closed contradicts KB. **Next step**: Confirm current service status via internal resources before informing customers.* 2. **Follow protocol for model/serial collection** > *Call ended without model/serial despite relevance to support eligibility.* [#FA00131206](https://linksys.happyfox.com/staff/ticket/131206/) — **Next step**: Ask for model/serial in opening spiel and verify warranty status before troubleshooting.* --- ## Next Week's Focus - **Verify warranty status** before any troubleshooting step—use system tools, don’t rely on verbal claims. - **Use correct local access URLs** (`myrouter.local` or `[REDACTED_PHONE]`) instead of outdated or invalid ones. - **Reduce silences/repetitions** by summarizing steps upfront and confirming outcomes after each action. - **For SPN calls**: Pre-check node topology, WAN LED status, and ISP credentials to avoid extended diagnostics. --- ## Technical Accuracy ### **Improvement** - **Incorrect cloud service claim** *Call [#LTS00131606](https://linksys.happyfox.com/staff/ticket/131606/):* "Linksys cloud login servers were closed"—factually false. Cloud services remain operational for supported models. ### **Improvement** - **Invalid IP address format** *Call [#LTS00132262](https://linksys.happyfox.com/staff/ticket/132262/):* Provided `[REDACTED_PHONE]` as a router IP—technically invalid IPv4 format. ### **Improvement** - **Mischaracterized E1200 support** *Call [#GI00131206](https://linksys.happyfox.com/staff/ticket/131206/):* Stated E1200 is unsupported—contradicts KB. E1200s support standard web-browser setup. --- ## Coaching Moments No additional coaching moments were extracted after the technical review. --- ## Escalation Lessons: What L2 Did ### [#TE00131199](https://linksys.happyfox.com/staff/ticket/131199/) — Pending with Level 2 - **What L1 saw**: Persistent connectivity issues on SPNMX42GC mesh; solid red node LEDs, dropped speeds, and app crashes. - **Why it escalated**: Exceeded threshold after 1+ hour of troubleshooting (node swaps, firmware checks, channel finder). - **What L2 did**: - Verified mixed-model mesh (MX4000 parent + SPNMX42GC child) compatibility. - Confirmed WAN connectivity via modem and ISP credentials. - Performed advanced node diagnostics (LED blinks, RF interference tests). - **Current state**: Pending L2 callback and further diagnostics. - **L1 learning points**: 1. **Check node compatibility** before troubleshooting mixed-model meshes. 2. **Validate WAN status** (modem lights, ISP login) early in connectivity calls. 3. **Document node topology** (parent/child relationships) for escalation context. ### [#TE00116301](https://linksys.happyfox.com/staff/ticket/116301/) — Resolved by Level 2 - **What L1 saw**: Office node (MX8500) solid red, no devices connected, app shows online but no clients. - **Why it escalated**: Hardware issue suspected after resets and re-addition failed. - **What L2 did**: - Performed hard reset and factory restore on the node. - Verified firmware version and updated if needed. - Confirmed node registration via Linksys Cloud account. - **Current state**: Resolved after L2 reset and reconfiguration. - **L1 learning points**: 1. **Always attempt factory reset** on solid-red nodes before escalation. 2. **Check firmware version**—older firmware can cause stability issues. 3. **Verify cloud account registration** to ensure node visibility in the app. --- ## Coach Appendix *SPN calls dominate handle time and correlate with lower accuracy. Prioritize SPN-specific training on node topology verification and WAN checks. Address factual inaccuracies around cloud services to maintain trust. Standardize model/serial collection to improve protocol adherence.* --- ## This Week's Calls | Case | Date | Score | Direction | Product | Category | Outcome | |------|------|-------|-----------|---------|----------|---------| | [#LTS00131568](https://linksys.happyfox.com/staff/ticket/131568/) | 2026-06-01 12:00:04 | 2.3 | INBOUND | LN3111 | HARDWARE | Abandoned or vague | | [#LTS00131570](https://linksys.happyfox.com/staff/ticket/131570/) | 2026-06-01 12:02:37 | 3.0 | INBOUND | E7350 | ACCESS | Customer declined path | | [#GI00131579](https://linksys.happyfox.com/staff/ticket/131579/) | 2026-06-01 12:42:17 | 4.7 | INBOUND | — | ACCESS | ✓ Resolved | | [#TE00131199](https://linksys.happyfox.com/staff/ticket/131199/) | 2026-06-01 12:55:50 | 1.0 | INBOUND | SPNMX42GC | ACCESS | ↑ Escalated | | [#LTS00128191](https://linksys.happyfox.com/staff/ticket/128191/) | 2026-06-01 13:04:37 | 1.4 | INBOUND | RE7000 | SETUP | Abandoned or vague | | [#TE00116301](https://linksys.happyfox.com/staff/ticket/116301/) | 2026-06-01 13:37:34 | 3.0 | INBOUND | MX8500 | CONNECTIVITY | Callback or followup set | | [#LTS00131606](https://linksys.happyfox.com/staff/ticket/131606/) | 2026-06-01 14:34:28 | 2.8 | INBOUND | WHW01 | ACCESS | Closed with self-help | | [#LTS00132262](https://linksys.happyfox.com/staff/ticket/132262/) | 2026-06-01 16:23:13 | 1.6 | INBOUND | RE6300 | ACCESS | Pending resolution | | [#GI00131206](https://linksys.happyfox.com/staff/ticket/131206/) | 2026-06-01 18:59:12 | 1.8 | INBOUND | E1200 | ACCESS | Abandoned or vague | | [#LTS00131799](https://linksys.happyfox.com/staff/ticket/131799/) | 2026-06-02 10:49:29 | 2.8 | INBOUND | SPNMX56TB | CONFIGURATION | Closed with self-help | | [#LTS00131802](https://linksys.happyfox.com/staff/ticket/131802/) | 2026-06-02 11:30:33 | 1.8 | INBOUND | WHW03 | CONNECTIVITY | Pending resolution | | [#LTS00131794](https://linksys.happyfox.com/staff/ticket/131794/) | 2026-06-02 11:50:55 | 2.9 | INBOUND | WHW0301GC | CONNECTIVITY | ✓ Resolved | | [#LTS00131804](https://linksys.happyfox.com/staff/ticket/131804/) | 2026-06-02 12:00:56 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Closed with self-help | | [#LTS00131836](https://linksys.happyfox.com/staff/ticket/131836/) | 2026-06-02 15:30:06 | 1.8 | INBOUND | MX5500 | SETUP | Pending resolution | | [#LTS00131871](https://linksys.happyfox.com/staff/ticket/131871/) | 2026-06-02 17:37:41 | 1.8 | INBOUND | EA7300 | ACCESS | Callback or followup set | | [#LTS00128154](https://linksys.happyfox.com/staff/ticket/128154/) | 2026-06-03 15:57:29 | 1.6 | INBOUND | MX5500 | SETUP | Likely fixed unconfirmed | | [#GI00132210](https://linksys.happyfox.com/staff/ticket/132210/) | 2026-06-04 12:17:29 | 2.6 | INBOUND | — | ACCESS | Pending resolution | | [#LTS00132218](https://linksys.happyfox.com/staff/ticket/132218/) | 2026-06-04 12:43:41 | 1.3 | INBOUND | MX2000 | CONNECTIVITY | Abandoned or vague | | [#LTS00132221](https://linksys.happyfox.com/staff/ticket/132221/) | 2026-06-04 13:04:36 | 1.7 | INBOUND | SPNMX55GC | ACCESS | Abandoned or vague | | [#LTS00132223](https://linksys.happyfox.com/staff/ticket/132223/) | 2026-06-04 13:15:58 | 2.8 | INBOUND | SPNM60CF | ACCESS | ✓ Resolved | | [#LTS00132231](https://linksys.happyfox.com/staff/ticket/132231/) | 2026-06-04 13:58:48 | 1.2 | INBOUND | EA9500 | ACCESS | Abandoned or vague | | [#TE00132214](https://linksys.happyfox.com/staff/ticket/132214/) | 2026-06-04 15:13:53 | 2.8 | INBOUND | WHW03 | CONNECTIVITY | Callback or followup set | | [#LTS00132262](https://linksys.happyfox.com/staff/ticket/132262/) | 2026-06-04 16:21:47 | 1.6 | INBOUND | RE6300 | ACCESS | Abandoned or vague | | [#LTS00122745](https://linksys.happyfox.com/staff/ticket/122745/) | 2026-06-04 21:04:25 | 2.0 | OUTBOUND | E2500 | CONNECTIVITY | Pending resolution |